Product Owner (CRM)

Job Description – Product Owner (CRM) – ServiceNow

Location: Santa Clara, CA (Onsite/Hybrid)
Experience: 8+ Years

Position Overview

We are seeking an experiencedProduct Owner – CRM (ServiceNow) to drive the strategy, roadmap, and execution of CRM-related initiatives within the ServiceNow ecosystem. The ideal candidate will act as the bridge between business stakeholders, customer operations teams, engineering teams, and ServiceNow platform teams to deliver scalable, customer-centric solutions that enhance customer engagement, service delivery, and operational efficiency.

This role requires strong experience inServiceNow CRM and Customer Service Management (CSM), Agile product ownership, stakeholder management, and enterprise-scale digital transformation programs.

Key Responsibilities

Product Strategy & Roadmap

• Define and own the CRM product vision, roadmap, and backlog aligned with business objectives.
• Collaborate with business stakeholders to identify opportunities for improving customer experience and operational efficiency.
• Translate business needs into product requirements, user stories, and acceptance criteria.
• Prioritize product features and enhancements based on business value and customer impact.

ServiceNow CRM & CSM Ownership

• Lead implementation and optimization of ServiceNow CRM, Customer Service Management (CSM), and related modules.
• Drive adoption of ServiceNow best practices and platform capabilities.
• Partner with platform architects and development teams to design scalable CRM solutions.
• Ensure alignment with enterprise architecture and governance standards.

Agile Product Management

• Own and manage the product backlog.
• Conduct sprint planning, backlog grooming, and release planning activities.
• Work closely with Scrum teams to ensure timely delivery of high-quality solutions.
• Define and monitor KPIs, product success metrics, and customer satisfaction metrics.

Stakeholder Management

• Engage with executive leadership, business teams, customer operations, sales, support, and IT organizations.
• Facilitate workshops, requirements gathering sessions, and product demonstrations.
• Provide regular updates on roadmap progress, risks, and business outcomes.

Data & Analytics

• Analyze customer journey data and operational metrics to drive product decisions.
• Leverage reporting and dashboards to monitor CRM effectiveness and service performance.
• Identify opportunities for automation, self-service, and AI-driven customer engagement.

Innovation & Continuous Improvement

• Evaluate emerging ServiceNow capabilities including AI, GenAI, Agentic AI, and workflow automation.
• Drive process improvements and digital transformation initiatives.
• Recommend enhancements that improve customer experience and operational efficiency.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 8+ years of experience in Product Management/Product Ownership.
• 5+ years of experience working with ServiceNow platforms.
• Hands-on experience with:
  • ServiceNow Customer Service Management (CSM)
  • ServiceNow CRM solutions
  • Case Management
  • Knowledge Management
  • Service Portal / Employee Center
  • Workflow Automation
• Strong experience with Agile/Scrum methodologies.
• Experience managing enterprise-scale CRM implementations.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.

Preferred Qualifications

• Experience in high-tech, semiconductor, SaaS, or enterprise software environments.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CSM Implementation Specialist Certification.
• Product Owner Certification (CSPO/PSPO).
• Experience with AI-driven customer service solutions.
• Familiarity with Salesforce CRM and CRM migration programs.
• Experience integrating ServiceNow with ERP, CRM, and customer support platforms.